What is Customer-Oriented Service Design

The aim of the chapter is to evaluate the effect of corporate governance in alternative distribution channels for the Turkish banking sector. For this purpose, an integrated fuzzy MCDM model is structured to analyze the multi-dimensional effects of corporate governance for ranking the performance of alternative distribution channels by using the phases of quality function deployment. The method is constructed with the hybrid model by considering the fuzzy DEMATEL and fuzzy TOPSIS. Initially, the consumer needs and other internal and external factors that present the dimensions of the corporate governance are defined to analyze the results using the quality function deployment approach, and then the fuzzy DEMATEL method is used for the weights of dimensions for each perspective of house of quality. The fuzzy TOPSIS is used for ranking the alternative distribution channels in the Turkish banking sector. It is concluded that in the Turkish banking sector, branch is the most preferred alternative distribution channel whereas the importance of ATM and social media is very low in comparison with others. Hence, it is believed that using other channels, such as social media and ATM, has an increasing effect in order to increase the effectiveness of the banking sector. Therefore, it can be said that necessary infrastructure should be provided to attract the attention of the parties to make banking transactions through social media and ATMs.